Case Study: Mercedes increases customer satisfaction by 30% with SurveySensum

Mercedes increased its CSAT score by 30% with quality feedback

Mercedes, specifically its Daimler Commercial Vehicles Indonesia division, was facing a significant challenge in gathering timely customer feedback. Their previous method of conducting telephonic surveys through a third party resulted in feedback delays of over a month, frequent customer annoyance, and low response rates. Seeking a solution, they turned to the vendor SurveySensum to implement a more effective feedback system.

SurveySensum provided its online survey platform, replacing the outdated phone surveys. This solution enabled Mercedes to create and deploy various customer satisfaction surveys easily and gather feedback in real-time. The implementation of instant alerts for low scores allowed for immediate action, which ultimately boosted customer satisfaction by 30%. Furthermore, SurveySensum helped Mercedes achieve a 60% drop in survey costs while significantly improving the feedback process for its network of dealers.

Mercedes

Ade Dwi Septiani Jusa

Retail Network Development